Mtn
Phone missing after repairs

Submitted my phone to MTN Service Provider store in Menlyn for repairs on 22 January. After approving the (expensive!) repair by SMS, some time passed and I eventually phoned the repair center (I believe they are called HVRC) on 26 February. They informed me that my phone had been dispatched back to the branch where booked in on 18 February already. Went to the Menlyn branch to collect my phone, was told it wasn't there and a reference number was logged. I was told to call the HVRC again after 24 hours. Due to other commitments I only did that today (1 March). After they finally got their system with the reference numbers up and running (my third call of the day to them) was told that my phone is still not located, HVRC is awaiting "proof of handover". That makes 3 days spent waiting for a document that should be easy to locate with minimum effort.

Questions: (1) Where is my phone? It is a high spec Android based unit and I'm struggling with my outdated phone from a previous contract. (2) Why does it take 3 days to find a delivery note if the promise was 24 hours? (3) Will they admit my phone is lost/ on their watch and then replace it and when is this likely to happen

Company: Mtn
Country: South Africa
City: HVRC

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